Customer Service Representative

at  Velux Residential

In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the sustainable indoor living industry, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air.
The VELUX Group is an international, family-owned business with strong financial roots and each year we are able to create real impact by reinvesting in society, our employees and planet through our foundations.
Alongside the rest of our values, “courage” and “mutual respect” define our actions every day and how we wish to contribute to the world.
As a part of VKR Group VELUX is a Danish manufacturing company that specializes in roof windows, blinds and skylights. Recently VELUX has established its new Online Sales Organization, which is responsible for all business to customer online sales through its websites as well as Marketplaces. For our dynamically growing Online Operations and Customer Service team, we are looking for an English-speaking Customer Service Representative

• Providing excellent sales support and customer service via phone, email and chat with focus on the UK, Irish and Danish markets.
• Ensuring that incoming sales leads are handled with special attention to reach the highest possible conversion rate on these contacts.
• Providing customer friendly after-sales support in relation to delivery cases, customer claims, returns, installation difficulties, payment issues etc.
• Providing account management support to our Business to Installer customers via proactively getting in touch with them to strengthen the relationship and to aim for a higher sales volume from the installer segment.
• Keeping continuous contact with external and internal partners (courier service providers / Logistics department), with focus on keeping the excellent service level towards our customers.
• Participation in the accurate processing of customers’ orders / return orders / credit notes in the ERP system - both for the webshops and the marketplaces such as eBay and Amazon.
• Contribution to continuous improvement of the internal processes and consequently to the improvement of the services provided to our customers.
• Maintenance of tools used in Customer Service – e.g. reporting issues in relation to the phone / chat / ticketing system and contributing to solving the upcoming problems, outages.
• Participating in several Customer Service projects within the department (occasionally also in other departments within OSO).